Refund and Return Policy

Because every Excelsiorify book is 100% custom-made uniquely for your child, our refund and return policies differ from standard retail stores. Please read the following carefully.

1. Order Cancellations

1-Hour Cancellation Window: Once you place an order, our automated systems immediately begin processing your uploaded photos and text into the AI generation queue. You may cancel your order for a full refund within 1 hour of placing it. After 1 hour, the personalization and printing process has officially begun, and the order cannot be canceled or modified.

2. Personalized Items Clause

All of our storybooks are highly personalized, one-of-a-kind items. As such, they cannot be resold or restocked. Therefore, we do not accept general returns or offer refunds for "buyer's remorse" or changes of mind once the book has been printed.

Non-Issuance Conditions (When we will NOT issue a refund/reprint)

  • User Error: Typographical errors, misspellings, or incorrect information (e.g., wrong birthdate, wrong name spelling) submitted by the user during the creation process.
  • Photo Quality: Poor results stemming from uploading low-resolution, blurry, or improperly framed photos that do not meet our stated guidelines.
  • AI Interpretation: Dissatisfaction with the stylistic interpretation of the AI-generated artwork, provided the artwork matches the fundamental parameters requested. (Note: AI art inherently features minor stylistic variations).

Issuance Conditions (When we WILL issue a refund or free reprint)

We stand by the quality of our physical products. We will gladly issue a free reprint or a full refund under the following strict conditions:

  • Manufacturing Defects: Physical defects in the book such as torn pages, broken binding, or severe printer streaking.
  • System Errors: Errors in the final product that are directly attributable to an Excelsiorify system failure (e.g., our system printing a completely different story than the one you ordered).
  • Shipping Damage: Books that arrive significantly damaged due to carrier mishandling.

3. How to Request a Warranty Reprint/Refund

If your item meets the Issuance Conditions above, please contact our support team at support@excelsiorify.com within 14 days of receiving your order. You must include your order number, a description of the issue, and clear photographic evidence of the defect or damage. Our team will review your claim and process approved reprints or refunds within 3-5 business days.